Mayank

Senior Consultant

ExlService Holdings, Inc.

Jul 2019 - Present • 7 yrs 3 mos

• Led a team of 6 analysts, managing Agile workflows using Azure DevOps, including sprint planning, backlog grooming, and capacity management, while mentoring junior team members to improve overall productivity, delivery quality, and adherence to project timelines. • Acted as a key liaison between business stakeholders and technical teams, driving requirement gathering and translating them into data-driven analytical solutions, while collaborating cross-functionally to define project roadmaps, KPIs, and delivery milestones aligned with business objectives. • Built and deployed integrated datasets (vulnerabilities, complaints, customer & agent data) on Databricks, enabling QA for voice and non-voice channels, improving audit coverage and reducing manual QA effort. • Processed and transformed high-volume Hadoop datasets using Python, improving data accessibility for downstream analytics, built automated data pipelines to convert unstructured customer chat and email data into XML format resulting in annual cost savings of £36K through QA automation. • Applied NLP techniques (Regex, sentiment analysis) on 10K+ daily customer interactions to identify dissatisfaction signals and agent behavior patterns. • Performed end-to-end machine learning workflow on 10Mn+ customer records, including data cleaning, preprocessing, feature engineering, and exploratory data analysis (EDA) to identify key churn drivers, and developed a Random Forest classification model achieving ˜50% recall on churn customers, enabling proactive customer retention strategies. • Developed an NPS Verbatim analytics dashboard in Power BI using voice call transcripts, classifying feedback into demand drivers and enabling weekly NPS tracking, contributing to improved customer experience insights. • Developed 30+ automated Power BI dashboards covering end-to-end contact center analytics,